Me: Thank you for calling <Red Checkmark>, how may I help you?
SC: Look at the notes on my account and you tell me.
(I spend a few moments perusing the notes, they aren't that clear but it appears he's tired of "defective" phones and wants a replacement of some kind)
Me: I'm seeing here you've had issues with your phone and you've been looking into your replacement options, is that right?
SC: Just read the notes. Take your time, I'm in no hurry at all.
Me
(I spend a few moments doing absolutely nothing, then resume the conversation)
Me: Ok, I have finished reviewing the notes and I can tell you've had several warranty replacements that haven't worked and from what I gather you want a particular kind of replacement.
SC: Five minutes reading those notes and that's ALL you got?? Oh my god...
Me: Some of the notes are incomplete, I apologize of course and I am happy to help you get your problem taken care of.
SC: No! We're not done here. You're obviously lacking understanding. READ THE NOTES.
Me: I have sir, but unfortunately they aren't as specific as you probably think they are. As I said, I'm sorry about that, but I'll need you to fill in some blanks for me.
SC: You people are so useless.
Me: So what kind of replacement phone are you looking for?
SC: Here's what you're going to do son. You going to send me a brand new replacement phone. New. N-E-W (yes, he actually spelled it out) Not more refurbished crap, a brand new phone. And I don't want another S4 either. I want either a Note 3 or an S5. AND you're not going to charge me a penny for it, AND you're going to overnight it to me at no additional cost either. Do you understand?
Me: Firstly, I'd like to point out--
SC: Ah, ah, ah..stop. I asked you a yes or no question. That is all I expect in response. Do you understand what I want? Yes or no.
Me: Yes, I do.
SC: Excellent, we're finally getting somewhere. Now, can you make that happen for me?
Me: Not exactly, but--
SC: There we go again. You really don't get this whole "Yes or no" question thing. Please answer me yes or no, can you make that happen?
Me: No.
SC: Then please transfer me to a manager or supervisor so I can stop wasting my time.
Me: Hold one moment please.
My manager shot him down quickly. If it sounds like this guy was arrogant, he was. "Holier than thou" doesn't even begin to describe it. I was tempted to leave some very short, vague notes on his account just to screw with him a little but unfortunately I would have gotten in hot water with QA if the call was being monitored had I done it.
SC: Look at the notes on my account and you tell me.
(I spend a few moments perusing the notes, they aren't that clear but it appears he's tired of "defective" phones and wants a replacement of some kind)
Me: I'm seeing here you've had issues with your phone and you've been looking into your replacement options, is that right?
SC: Just read the notes. Take your time, I'm in no hurry at all.
Me
(I spend a few moments doing absolutely nothing, then resume the conversation)
Me: Ok, I have finished reviewing the notes and I can tell you've had several warranty replacements that haven't worked and from what I gather you want a particular kind of replacement.
SC: Five minutes reading those notes and that's ALL you got?? Oh my god...
Me: Some of the notes are incomplete, I apologize of course and I am happy to help you get your problem taken care of.
SC: No! We're not done here. You're obviously lacking understanding. READ THE NOTES.
Me: I have sir, but unfortunately they aren't as specific as you probably think they are. As I said, I'm sorry about that, but I'll need you to fill in some blanks for me.
SC: You people are so useless.
Me: So what kind of replacement phone are you looking for?
SC: Here's what you're going to do son. You going to send me a brand new replacement phone. New. N-E-W (yes, he actually spelled it out) Not more refurbished crap, a brand new phone. And I don't want another S4 either. I want either a Note 3 or an S5. AND you're not going to charge me a penny for it, AND you're going to overnight it to me at no additional cost either. Do you understand?
Me: Firstly, I'd like to point out--
SC: Ah, ah, ah..stop. I asked you a yes or no question. That is all I expect in response. Do you understand what I want? Yes or no.
Me: Yes, I do.
SC: Excellent, we're finally getting somewhere. Now, can you make that happen for me?
Me: Not exactly, but--
SC: There we go again. You really don't get this whole "Yes or no" question thing. Please answer me yes or no, can you make that happen?
Me: No.
SC: Then please transfer me to a manager or supervisor so I can stop wasting my time.
Me: Hold one moment please.
My manager shot him down quickly. If it sounds like this guy was arrogant, he was. "Holier than thou" doesn't even begin to describe it. I was tempted to leave some very short, vague notes on his account just to screw with him a little but unfortunately I would have gotten in hot water with QA if the call was being monitored had I done it.
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